US-based utility Cinergy has once again been recognised for call centre operations customer satisfaction excellence by the JD Power & Associates Certified Call Centre Programme. The utility’s call centre operations handle over 5 million telephone, e-mail and fax interactions annually.
The call centre operation successfully passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities and quality assurance capabilities for initial certification in 2005, as well as feedback from a random survey of customers who had recently contacted its call centres. For re-certification, the customer research phase of the certification process is conducted; a call centre must perform within the top 20%, based on JD Power and Associates’ cross-industry customer satisfaction research, in order to achieve certification status.
Cinergy’s call centre operations received particularly high ratings from customers for its customer service representatives (CSRs). The evaluation criteria included CSRs’ courtesy, knowledge, concern for customer questions/problems; usefulness of information provided; convenience of customer service operating hours; ease of getting through to a CSR; and timely resolution of queries or problems.